Obviously, if I refund while the claim is “Under review,” it will impact my metrics.
But what if I refund while it says “Awaiting customer response”?
If I do nothing, I’m going to lose the claim, guaranteed. Well, maybe 90%.
Does anyone have actual experience refunding while it says “Awaiting customer response”?
ANY refund while an AtoZ is open is seen as seller admission of fault and will impact your metrics.
If you refund, you will get the metrics hit.
If you wait and lose, you will take the metrics hit, and the refund will happen anyway.
If you wait and the buyer doesn’t respond, you don’t take a metrics hit and keep the money.
I kind of expected that much. Thanks.
This is no longer true.
There are circumstances where they will ask you to refund and they will then close the case after the refund without it hitting metrics. The only one I’ve had like that is when a claim was opened for a return and the return had just arrived that day. I fought it saying it had not been the 2 business days since it was received back so buyer was not eligible to open a claim. They responded back with their boilerplate “refund the claim since records show it has arrived back”. We did so and it closed out within a few minutes saying case was closed since we refunded but that it would not affect metrics.
As for waiting for customer response, 99% of the time the buyer never replies to whatever it is that Amazon has asked for and it gets closed/withdrawn. I pretty much chalk it up as a win if I see the awaiting customer response status.
It is true that if the buyer opens a claim without giving the seller enough time to receive a return and process a refund, the claim is not always decided against the seller to penalize their metrics.
I don’t believe this is the case here, however, as such claims don’t require a response from the buyer.
Agreed…they would not be asking for that if it already showed returned.
I guess OP would need to provide more info on why the claim was opened before he can be advised.